Genesys Cloud CX Reporting SME

Miratech•Hamilton, ON

23h•Remote

About The Position

We are seeking a Genesys Cloud CX Reporting SME to support a large-scale public sector contact centre modernization program. The role will focus on reporting, analytics, KPI definition, dashboard configuration, and stakeholder advisory across a complex Genesys Cloud CX environment. The ideal candidate will be able to operate independently, provide hands-on delivery, and advise client stakeholders on reporting best practices from day one.

Requirements

7+ years of experience with Genesys Cloud CX, with a strong focus on reporting and analytics.
Hands-on experience with Genesys Cloud native reporting, including dashboards, views, data exports, and performance analytics.
Strong understanding of contact centre operations, reporting needs, and KPI measurement.
Ability to engage directly with stakeholders, gather requirements, and explain reporting recommendations clearly.
Experience working in an advisory or SME capacity on enterprise-scale implementations.

Nice To Haves

Familiarity with Genesys Cloud Workforce Engagement Management (WEM) reporting and workforce analytics
Experience working within a subcontractor or systems integrator model alongside a prime contractor
Genesys Cloud certifications (CX Cloud, CX Reporting)
Security Clearance Level B
English and French speaking

Responsibilities

Act as the reporting subject matter expert for a Genesys Cloud CX deployment within a public sector contact center environment.
Design, configure, and validate Genesys Cloud CX dashboards, views, reporting outputs, and performance analytics.
Define KPI frameworks aligned to operational requirements, including SLA, AHT, FCR, containment, CSAT, queue performance, and agent metrics.
Translate business and operational requirements into accurate, scalable reporting solutions.
Advise stakeholders on reporting architecture, data strategy, governance, and Genesys Cloud CX best practices.
Support data exports, integrations, and cross-platform reporting requirements where applicable.
Document reporting configurations, design decisions, assumptions, and recommendations throughout the engagement.
Provide knowledge transfer and guidance to internal and client-side teams as required.